We use water meters to charge you correctly for the amount of water you use. If your meter is hard for us to access safely, we won't be able to read it.

We may ask you to read the meter for us or we'll estimate your bill based on your property's previous usage. If we need you to read the meter for us, we'll leave a card at your property. You can tell us your reading online.

If your meter is always difficult to access, you may prefer to have a remotely read meter or install an Abloy utility lock.

Remotely read meter

For a one-off fee, we can install a remotely read meter that we read without going on your property.

If you've just received your bill and feel the water usage charge is too high, there are a few things you can do.

Check your meter reading is accurate

Firstly, check the meter reading on your bill is correct. To do this, read the black numbers on your meter, then check the second page of your bill. If the numbers on the meter are a little higher than 'This Reading' (to allow for the difference between when we read the meter and when you received your bill), the reading is correct.

If the number on your meter is lower than 'This Reading' on your bill, please call us on 13 20 92 with the correct reading. We'll update your bill with the correct details.

Check for leaks

If the meter reading is correct, you may wish to do a simple test to check your home for leaks. Find out more about leak detection.

It's also a good idea to consider any possible reasons for an increase in water use. For example, you may have:

changed your outdoor watering because of new turf and gardens, or hotter weather

had extra people staying at your property

filled a swimming pool

changed a hot water system or other plumbing appliances.

Request a WaterFix® Concealed Leaks appointment

If the water usage on your water bill has increased, but you can't see a leak, you might need our WaterFix® Concealed Leaks service.

Our specialist team will be able to help identify leaks that are hard to find. WaterFix® Concealed Leaks comes with a market leading guarantee – if we don’t find a leak, the service is free.

Meter taps

You'll find your meter tap next to your water meter. The meter tap controls the water supply to your property although it's not a regular tap. You can turn it on and off, but you can't connect a hose to the meter tap and you can't use it to fill a bucket.

If you also have a regular tap near your meter, you can use it to access water.

The meter tap controls the water supply to your property. It's not a standard garden tap.

Who's responsible for what?

We own and maintain the large pipes (mains) in the street and the water meter at your property.

The property owner is responsible for all the pipes and fittings that connect to the main. This includes the meter tap.

Who can fix the meter tap?

Licensed plumbers can repair the meter tap at your cost. However, as a free service, we'll fix the tap for you within 10 working days - usually within five days.

If the disconnection is only short-term, consider the cost of ongoing service charges compared to the costs of completely disconnecting the property.

If your development involves consolidating separate lots and you don’t need all the existing water services, you must correctly disconnect them. This ensures you aren’t billed for unused services and helps avoid future hidden leaks.